V2 Rubric Detail — 4218ac3c-6438-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:20
Duration
23m 27s
Contact
Benny Mike
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00132822
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided all technical troubleshooting and evaded responsibility by immediately pushing a paid service with no attempt to diagnose or resolve the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provide accurate information, or demonstrate ownership, instead immediately pushing a $15 paid support fee without diagnosing the WHW03 router issue. The call ended abruptly without resolution, violating OOW best-effort policy and demonstrating clear avoidance of technical support duties.

V1 Case Analysis

Customer (Benny) reported WHW03 Velop router with blinking LEDs. Agent declared device out of warranty without verification, offered $15 paid support, failed to collect valid payment, and ended call without troubleshooting or KB guidance.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never performed any technical troubleshooting despite clear hardware symptoms (blinking LEDs).
  • Warranty status was assumed without verification; no lookup was performed.
  • Paid support was offered immediately without assessing issue severity or eligibility.
  • No KB-backed guidance was provided (e.g., `velop_router_setup.md` LED interpretation, reset procedures).
  • Call ended without resolution, escalation path, or self-help resources.
Positive Highlights
  • Agent paused recording before payment discussion (PCI compliance).
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for a non-functioning router (contradicts `velop_router_setup.md`).
  • Prematurely pushed paid support without confirming eligibility or need.
  • Did not verify warranty status through official lookup; relied on assumption.
  • No technical guidance provided despite KB availability for WHW03 LED behavior and reset procedures.
  • Ended call without providing resolution, escalation path, or KB links.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the issue and ended the call without providing any solution or troubleshooting outcome.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed; agent immediately pivoted to paid support without diagnosing symptoms or asking relevant questions.
R3 Not Met Correct resolution path conf 97%
Agent failed to provide best-effort troubleshooting for an out-of-warranty device as required; instead dismissed support unless paid, violating OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process followed — agent did not identify symptoms, ask targeted questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (firmware check, remote access, logs, etc.) were used or referenced during the interaction.
T3 Not Met No misinformation conf 94%
Agent made materially incorrect statements: 'We refund a will the next time you call us again' — incoherent and factually wrong per support policy.
Communication
C1 Not Met Clear & professional language conf 96%
Poor call control — agent jumped to payment discussion, failed to guide interaction, and abruptly ended call without closure.
C2 Not Met Confirmed understanding conf 95%
Communication was rigid and scripted; no adaptation to customer confusion or comprehension checks provided.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by pushing paid service instead of attempting resolution; no responsibility taken for issue.
O2 Not Met Proactive follow-through conf 96%
No clear next steps given; call ended mid-payment attempt with no follow-up plan or timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation occurred despite unresolved issue; agent should have escalated to appropriate support path instead of demanding payment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy shown; agent ignored customer frustration and repeated transactional prompts without acknowledgment.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s hesitation; remained inflexible and procedurally rigid.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat card details and provide information without assistance; unnecessary effort imposed.
Call Transcript24 turns · 35 lines
Speaker 1
Welcome to welcome to the support jhbb.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Lottis. This is ISAK and I'll be. For Linux router. Okay.
00:00
Speaker 1
Oh, you don't sell you don't sell that. huh. Oh, okay. Uh-huh. I also have another link. And it says actually, but it's not working. Um
01:00
Speaker 2
Sir, I would like to apologize that we don't have or we no longer have any sales support for Linksys. We only have technical support. So if you want to buy our Linksys product, you can only check on some authorized online sellers like Amazon or some store or local store near you. near your area or an electronic store that sells these products like Walmart or Best Buy. So, you can try to check on these stores or online as we don't have any sales support. Okay? That is all.
01:00
Speaker 1
Can you help me out with it? Yet once again. Oh yeah.
02:00
Speaker 2
May I have this serial number of your Linksys Wi-Fi extender?
02:00
Speaker 1
it's 2.0. J as in Jello, 2060 1800 264. uh-huh. yeah yeah yeah. Uh-huh.
03:00
Speaker 2
let me verify again the serial number is two, zero, J or John, two, zero, six, zero. One, eight, zero, zero, two, six, four. Is that correct? [silence] And you only have this Linksys product, only one or are there other modes? Yes.
03:00
Speaker 1
I don't know. I don't know. One. I don't know. One. Oh, is it W for Whiskey? Hotel W, zero, three, Victor, two. WHW, zero three. Oh.
04:00
Speaker 2
[KEEP_UNCERTAIN] What's the model number of this? [silence] Linksys? [silence] [silence] WHW03. [silence] [silence] All right. [silence] [silence] So since you already have this Linksys router for a couple of years now, [silence] I have to inform you that this router is already out of warranty. [silence] [silence] And if you want me [silence] [silence] Oh, you want to replace it. To walk you through the troubleshooting steps, guidelines. All you will have to apply for the paid tourk service, paid support that will cost you money. That will be $15 and there is no guarantee that we'll be able to resolve the issue with regards to your router, because we don't know yet what's the cause or reason for your router problem. It could be a hardware related issue or it could be your internet provider issue. So this paid support is also good only for this call session. It's one time and one and uh no. We refund a will the next time you call us again. Uh it would be the same you will need to pay again if you want to us to assist you with your router. Unless you have a new router then that would be different because we can provide you free assistance if you have a new router because your router is still in warranty. But with your WHW W router, it's already out of warranty. By the way, sir, uh may I just confirm if your name is Benny Mike? So, um, you, uh the our record shows here that you also have a
04:00
Speaker 1
That's for my office. You don't suggest me paying the $50?
07:00
Speaker 2
It's available. It's only good for this call session, a maximum of 60 minutes. It's for one time only and if you ask us again if you call us back again for assistance with regards to this router, you will have to pay again another $15.00. And there is I just set an expectation that there is no guarantee that if your router is disconnected, if we try to troubleshoot it, there is no guarantee that we'll be able to resolve the issue. If it's about your router being disconnected because we don't know yet what's the real reason why your router is disconnected because it could be as I've mentioned a hardware related issue or it could be related to your internet connection stability or your provider itself internet service provider. But if you want to pay, then [silence]
08:00
Speaker 1
yeah let's do it and see what happens okay let's just do it let's see yeah and just uh blinks on and off
09:00
Speaker 2
without expecting if your issue could be resolved. And then we could proceed. But as I've mentioned, there's no guarantee. Do you want to proceed with the paid connect service? All right. You mentioned that this is the only one router you have, right? No other nodes. Mhm. What's the light status of that router?
09:00
Speaker 1
[silence] Yeah. [silence] [silence]
10:00
Speaker 2
All right. Let me pull up first my tools for the payment transaction. Okay. So I'm going to have to ask for some of your card information for the payment transaction to proceed. You don't have to worry because I put this [silence]
10:00
Speaker 1
see again 03
11:00
Speaker 2
All. I paused the recording. so that your card information will be confidential. Let me just verify again the model of your router is WHW [REDACTED_PAYMENT_DIGITS] or [REDACTED_PAYMENT_DIGITS]? [REDACTED_PAYMENT_DIGITS][silence] By the way, Benny. So this page for is worth [REDACTED_PAYMENT_DIGITS] US dollars. Okay. Uh, what's the, name on the car? Hello. Uh, what's the first name on the card that you're going to use?
11:00
Speaker 1
Yes Hello That's the name Mhm [silence] On board That's the name Mhm
13:00
Speaker 2
well, I don't have enough. I don't have it.
13:00
Speaker 1
Yeah.
14:00
Speaker 2
[silence]
14:00
Speaker 1
yeah 3 7 1 7 3 7 1 7 17 uh 3 7 1 7 New York New York uh 1 0 0 1 1 Yeah
15:00
Speaker 2
All right. So what's the card number? Penny, what's the card number? I pardon. Three Seven One Seven. And 1, 0, 0, [REDACTED_PAYMENT_DIGITS] Yo. are you sure um what's your card Benny is it a visa mastercard or amex because uh it's not a valid card number the one you gave to me hello Benny can you check on the card number because the card number you provided to me is not a valid card number [silence] And I also need to reiterate to you Benny that the paid connect service will only amount to 60 minutes. Once the 60 minutes is up, the paid support connect is over. So that's why we are as I've mentioned to you before, we need to be quick on providing your details. As it will take too much time. Hello, Benny, are you still there? [silence] Hello? So, what's your card number? If you're not sure of your card number, then... see you. hello? Benny, are you still there? alright, uh, Benny, uh, you're taking too long answering the, uh, your card information. if you're not clear or sure of your card number, um, you can just call us back again so that, um, hello? Benny, can you hear me? [silence] Oh hello, Benny, are you still there? [silence] Alright, so Benny I'll just call you back again once you have the full details of your card number or you can call us back again, if you're ready to share your card information. Just make sure that the card number you provide to us is valid. Okay. You can end a call now so that your time or will not run out for your paid connect service and call us back again when you have your card numbers Hello? Hello? Since I'm not hearing a response from you Bernie, I will need to end this call now. In 10 seconds,
15:00